AVP - IT Incident Manager

We are seeking an experienced and results-driven Incident Manager to oversee and lead incident management processes. To ensure timely resolution of incidents, coordinate effectively across teams, and implement best practices to minimize disruptions to business operations. This role requires strong expertise in incident management, clear communication skills. Incident Management Oversee the end-to-end incident lifecycle, from identification and logging to resolution and closure with technical teams, vendors, and stakeholders. Drive Root Cause Analysis (RCA) for critical incidents and ensure appropriate follow-ups. Develop and maintain incident management dashboards, metrics, and reports for senior leadership. Facilitate discussions within the recovery team, promoting engagement and maintaining discipline. Ability to translate technical incidents into business terms. Process Improvement and SLA Continuously refine and enhance incident management processes to ensure efficiency and effectiveness. Identify trends and recurring issues, recommending proactive measures to prevent future incidents. Lead or contribute to training sessions and knowledge-sharing initiatives on incident management practices. Monitor and ensure adherence to Service Level Agreements (SLAs) for incident resolution. Proactively escalate and address SLA breaches with appropriate corrective actions. Communication Ensure timely and clear communication of incident updates to stakeholders, including senior management and end users. Draft and distribute incident notifications, status updates, and post-incident reports. Bridge communication between technical teams and non-technical stakeholders to provide clarity and context. Stakeholder and User Engagement Collaborate closely with business users to understand their needs and minimize incident impact on operations. Support Japanese-speaking stakeholders, ensuring language and cultural alignment. Act as the liaison between Singapore, Japan-based teams, and global and regional IT units during incident management.